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What to do about a non responsive client
I know this doesn’t come under signs, but we are all business owners
The story is we produced a website for a business about 5 years ago, all good
The business was sold and the new owners wanted a website refresh, more in keeping with up to date technology.We quoted for this at a very good rate, which they accepted. But from this point to now has taken nearly 2 years with only a small deposit being paid. They gave us very little to work with (we always clarify that the client supplies content, based on the agreed site plan). We have continually pointed out the them that a site is only as good as its content etc.
On the first draft they complained of spelling errors, pointed out we used their supplied word document to cut and paste the text etc, didn’t like the photos used (again supplied taken by her husband) but we have made the amendments as requested and added extra items in and the site is now on hold awaiting approval to go live.
We have emailed and phoned to get an update with no reply, I have lost patience with this and what to go live so we can finalise the project and get our invoice settled.
I was thinking of writing to them and giving them a deadline, if they don’t reply then we will make the site live and then issue the final invoice.
Any thoughts please.
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5 Replies
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I mean this as constructively as I can, but i think because you have let it go on so long, they are now either taking advantage of that or simply lost interest in the site development and most likely hoping you will disappear!
I am not sure how much other work they give you on top of this website development, but I would "not" threaten to make the site live and invoice them. I would simply invoice them a breakdown of invoices over the period, outlining what was done and when. THEN… see their reaction to this…
If you threaten the site to go live, they will make excuses for it not to go live and have you chasing your tail again.
If you just invoice them for the work so far, they will either object or will say OK, OK but we need this done blah blah blah… that being the case, you ask for 50% of the invoices to be brought up to date. finish the extras to be done and put your hand back out to get paid. if they do pay 50% but want more done, you MUST give them milestones were all payment must be brought up to date before progressing. if you don’t, it will become a "he said she said" over multiple old invoices.
ending in you never completing the project and only getting paid for a some, or none at all.a lesson learned i think… be good to hear how you get on!
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I did PM you on this as we couldn’t respond in the previous thread (you posted in the wrong forum!)
if I were you I would simply invoice them for the completed job – referring to the fact that the website is ready to go live, and has been for some time, as per their requests.
Explain that the invoice needs to be paid within 7 days as it has now dragged on for so long. Upon receipt of payment the website will be made live or forwarded to their preferred web bloke.
Politely explain you have gone above and beyond the original brief and that that if the work is not paid for in the specified time frame, that the additional work / changes / amendments will be charged for, as well as interest being added, give them 7 days on that before initiating small claims and adding the costs to the next invoice you send. further non payment will result in the process being taken further to ensure payment.
May seem heavy but if they’re now ignoring you, just do it, you have nothing to lose, just keep it all factual and truthful.
This approach has seen me get paid on a number of occasions, and usually before I’ve had to submit the small claims. Follow the guidance on the .gov website.
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I did email Rob asking if he could move the thread, and I was going to say the same thing as Hugh… saves me typing it out!
Send your invoice and persue it fully! :thumbsup:
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I’m sure a builder who doing an extension would wait just as long… not.
IMO the customer doesn’t see artwork time as an invoicable thing. We often get strande looks when we quote for leaflets in 2 parts, the leaflets and the artwork.
I’d simply invoice them for the work carried out.
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Yup – you must invoice them for the work done so far. I have done this in a number of occasions when the job has dragged on and gradually fizzled out. You need to demonstrate to them you are a serious business and they need to show you some respect. If they don’t pay up begin a small claims procedure.
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